To: Reading Comm. WRU

Thames Valley District Office,
Reading Jobcentre Plus,
Post Handling Site B,
Wolverhampton
WV99 1NA / Phone 0118 980 8347
Fax 0118 980 8965
www.gov.uk

23 June 2014

FoI ref No. 2450

Dear Sir or Madam,

Thank you for your Freedom of Information request received on 3 June 2014. You have asked for information about Reading Jobcentre, in relation to the following:-

Sanction targets; aggression and alcohol; advice and information; and referrals.

Please note the following responses (in bold) to each of your concerns, which are in the same order as your enquiry:-

Sanction Targets

1a. “Specific details relating to formal or informal sanction targets or guidelines issued to front line staff”;

The Department for Work and Pensions (DWP or The Department) has previously investigated the existence of sanctions targets. I would draw your attention to the report on the outcomes of that investigation which Neil Couling, DWP Work Services Director, provided the Secretary of State. https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/199242/sanctions-report.pdf

1b. “details of how these targets/outcomes were defined and they are to be measured”;

The Department has previously investigated the existence of sanctions targets. I would draw your attention to the report on the outcomes of that investigation which Neil Couling, DWP Work Services Director, provided the Secretary of State. https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/199242/sanctions-report.pdf

1c. “from when such formal or informal targets were put in place”;

1d. “monthly performance figures against sanction targets since targets began”.

1e. “staff sanctions for failures to meet targets”.

1f. “The procedure allowing a person removed from the jobcentre by an ambulance due to a suspected heart attack, to be sanctioned for allegedly failing to attend on that day”.

The office has no record of an ambulance being called for a claimant with a suspected heart attack. All G4S security staff are first aid trained and would respond immediately to a claimant with a suspected heart attack, whilst emergency help is summoned. We would investigate any complaints on an individual basis

Aggression and Alcohol:

2a. “formal or informal guidance relating to the circumstances in which…”

2b. “…the police should be called to the Jobcentre”

DWP’s formal guidance states that, “The police must be called to every incident which involves violence or a targeted threat of violence towards DWP’s employees; this also includes any evidence of the presence of an offensive weapon, and if the incident is of an extreme racist or sexual nature e.g. obscene letter/telephone call, or through the use of social media such as Facebook / You Tube. The customer or claimant must also be informed that a threat made in writing, including by email, has been referred to the police”.

The police would also be called when a claimant has been involved in a breach of the peace, or has been asked to leave the premises and refuses to leave.

2c. “…an individual should be banned or ejected from the jobcentre”

According to The Department’s formal guidance, “DWP has a duty of care to protect the health and safety of its employees and visitors to our premises and provide a safe working environment, where we can operate our business effectively. This includes responses to violence, threats and other unacceptable behaviour by claimants. However it must also be remembered that claimants are citizens who have a right to be treated fairly and to have their interests considered whatever their actions. Unacceptable behaviour should not prevent DWP from ensuring that valid criticisms and complaints are addressed so far as possible even where the claimant has expressed their dissatisfaction inappropriately.

Examples of behaviour which may result in a ban are:

· Incidents of a violent nature, including actual physical assault;

· Deliberate damage to property;

· Threats of assault; and

· Harassment i.e. two or more associated incidents which cause alarm or distress”.

DWP has also issued formal guidance regarding Unacceptable Customer Behaviour (UCB). It states that, “Unacceptable customer and claimant behaviour is any incident that causes employees or has the potential to make employees feel upset, threatened, frightened or physically at risk and is directed at them personally. Employees should note that we should have a zero tolerance view of UCB. Consideration should thus be afforded to the levels of sensitivities and tolerance colleagues may have if they were experiencing the same behaviour.

Examples of UCB can include:

· Violence

· Verbal abuse

· Abuse of a discriminatory nature e.g., sex, race, disability, religion, age

· Threats, which are implied or otherwise

· Intimidation

· Sexual innuendo

· Harassment

· Unwelcome attention

· Attempted or actual assaults - spitting that makes contact with the body is classed as an assault

· Damage to property

· Employees filmed, photographed or recorded in the workplace or working off-site, without their express consent

· Threats made in writing or via email

· Information about employees posted on social media e.g. face book

The above list is not exhaustive. Any other incident that makes an employee feel uncomfortable, vulnerable or threatened must be reported. Incidents where the person’s identity is not known should also be reported”.

A DWP employee may, therefore, ask claimants/customers, who demonstrate or carry out any of the above behaviours, to leave the premises.

All considerations of claimant bans are handled by the District’s nominated UCB manager, who considers the nature of incidents, premeditation, and mitigating factors. The UCB manager then refers the case to DWP’s assigned solicitors who will consider the case. All letters to ban are then issued by the solicitor who has made that decision.

2d. “the circumstances in which, and the methods in which, security guards should be used to intimidate individuals (please don't say this doesn't happen, we have witnessed it ourselves)”;

G4S security staff are known as Customer Care Offices (CCOs). They provide a proactive presence in all public facing areas of the office to support both Jobcentre staff and members of the public. Their duties will include:

· Providing directional guidance, but not specific business advice.

· Giving information on policies relating to smoking, drinking alcohol on the premises etc.

· Working with the Customer Service Managers (CSMs) to manage the office environment: this includes intercepting customers who bypass the CSM and directing them back to the CSM as appropriate.

· Keeping in regular contact with other CCOs.

· Distributing leaflets and replenishing forms in the forum area as required.

· Attending regular communication/team meetings held in the office. These meetings are intended to ensure that everyone has the opportunity to discuss any issues relating to their roles and responsibilities and to ensure the smooth running of the office.

The following specific duties are required of CCOs:

· Checking Closed Circuit Television monitors at the start of each working day.

· Carrying out regular patrols and inspections of on-site public toilets.

· Paying particular attention to standards of cleanliness/hygiene: problems should be reported and appropriate action taken immediately. This may require calling out specialist contractors to remove items such as hypodermic needles, bodily fluids etc.

· Ensuring that alarms (i.e. alarm systems and panic alarms) are set correctly every day, by conducting tests and reporting any problems.

· Familiarity with the fire and bomb instructions for fire/bomb emergencies –the prime function is always the safe evacuation of everyone in the office.

· Providing First Aid in line with training, in the event of accident or injury.

We would investigate any complaints on an individual basis. Any concerns about the behaviour of individual staff can be addressed to the Jobcentre Manager who will fully investigate the complaint. If you believe that our G4S employees have intimidated our claimants, please provide us with specific examples, by writing to the Jobcentre Manager.

2e. “policies and guidance relating to individuals that are considered to be under the influence of drink or alcohol”;

Each individual is different, and every case is considered separately. In such circumstances, we would determine whether the claimant is able to understand what is being explained and to make a rational decision, so that he or she can competently sign legal declarations. If in receipt of Jobseeker’s Allowance (JSA), the individual would also have to be available to start work immediately if a suitable vacancy became available during their visit to the Jobcentre.

Customers who exhibit behaviour which gives grounds for staff to reasonably suspect that they are under the influence of alcohol, may also be asked to leave the building. Staff would not only consider the potential smell of alcohol but also the customer’s overall general behaviour. This is a decision that staff do not take lightly and is based on individual circumstances, since we, as DWP employees, have a duty of care to protect our colleagues, our customers and other members of the public who attend our offices.

2f. “guidance given to staff in how to distinguish the smell of alcohol from other products that might release an alcohol-like aroma on the breath, for example, anti-psychotic medication, liqueur chocolates, mouthwash, cough mixtures, etc”.

Each individual is different, and every case is considered separately.

All members of staff are aware that some products can smell like alcohol. All staff have received training in customer service and care.

Advice and Information

3a. “The procedure to be followed when your ‘customers’ seek information about benefit entitlements”;

Each individual is different, and every customer enquiry is considered separately.

However, the Work Coaches are not ‘experts’ on benefit entitlement. If a claimant seeks advice about benefit entitlement, they are signposted towards www.gov.uk. This website contains the most up to date information on benefits and eligibility. It also has benefits calculators, which include what benefits can be claimed, the amounts and how to claim. There are procedures in place if a claimant is considered to be vulnerable.

3b. “the help and support that should be provided by the jobcentre to enable your ‘customers’ to contact their benefit delivery office or make benefit claims”;

All claimants who are in receipt of a working age benefit are provided with the telephone numbers (both 0845 and 0345 numbers) to use for benefit enquiries. Claimants can request that The Department telephones them back.

Each benefit has a different and separate claims’ process. Where the claim process is by telephone, the number is free from a BT land line.

Increasingly, claims and queries are made digitally. Internet devices can be used by claimants to make a claim to JSA. Further details, including our service standards, can be found at: https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/255239/dwp032.pdf

3c. “as 3b, but where the customer has no access to the internet or a telephone (e.g. destitute rough sleepers, those with no money waiting for a claim to be processed)”;

The Department takes steps to ensure that staff are aware of such customers, who would be considered as vulnerable. We have a dedicated team (Accessing Jobcentre Service) who can assist and support vulnerable claimants. For vulnerable customers, we do offer access to phones or Internet Access Devices (IADs) which are in the office.

IADs can be used by customers to make a claim to Jobseeker’s Allowance. Very shortly, we will be receiving additional IADs to improve internet accessibility for claimants, for both benefits and job searches. In addition, free WiFi will be installed in the office for claimants using their own equipment. For further information and for details about our service standards, please visit: https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/255239/dwp032.pdf.

3d. “the circumstances in which the jobcentre may refuse to allow the use of a telephone or internet-enabled computer in the jobcentre”.

Multi-Agency Public Protection Arrangement claimants would not be permitted to use DWP’s own internet devices.

A very small number of claimants (due to previous unacceptable behaviour) have a control measure set by the District’s nominated UCB manager, of ‘must be seen in a screened environment’. In these circumstances, such claimants would only be able to access the screened area of the office, and thus would not be able to use internet devices; however, in these circumstances, support from the Accessing Jobcentre Service team would still be available, if appropriate.

Referrals

4a. “The circumstances in which a jobcentre adviser should actively refer or signpost to an advice agency such as ours”;

We signpost claimants to a range of external organisations, which provide assistance and advice on job searches. These organisations are listed in our District Provision Tool (DPT). Signposting aims to provide the claimants with all the information that we hold about a particular organisation. Your organisation is listed on our DPT and that listing reads, “Benefits, debts and housing advice. Open Mon to Thu 9am to 5pm and Fri 9am to 4pm. Drop in service Tue 9.30am to 12pm”. We keep no record of any signposting that we make.

Claimants can be signposted to your organisation (and to other external organisations), but claimants need to make their own decision as to whether to contact an advice agency such as yours.

4b. “The number of referrals made to food banks for emergency food provision for each month from and including April 2013”.

We have a list (within the DPT) of organisations which offers crisis/welfare support: this list includes Food Banks. We do signpost claimants to emergency food provision. We do not keep a record of referrals.

If you have any queries about this letter, please contact me quoting the reference number above.